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Reviewed 24 February 2021 via mobile

As someone that has stayed here more than 50 times it is sad to see what has happend to it. This Hotel is now a 2 star at best and even then I am being generous. Please don't do yourself the disservice of staying here. Not even coffee creamer in the room. No room service. Barely standing.

Date of stay: February 2021
Trip type: Travelled as a couple
Thank JacoRSA
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Julian Joubert, General Manager at The Palazzo Montecasino, responded to this reviewResponded 31 March 2021

Good day JacoRSA

Thank you for taking the time to complete a review on the Palazzo Hotel.

Please accept my sincere apology for your concerns raised in this review, this is certainly not the level of service you have would have come to expect from the Palazzo hotel. I assure you this feedback will be used constructively during these difficult times to improve on our services to all out guests.

I hope you give us the opportunity for us to restore your faith in us and that your next stay planned for the near future as we look forward to welcoming you back.

Kind Regards
Julian Joubert
Rooms Division Manager
The Palazzo

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 February 2021

I always wanted to experience the Palazzo hotel as they claim to be the best.
When one books into a 5 start hotel, it is expected that one would received 5 star service too.
The room which they put us in was located at the most extreme end of the hotel which is quite a distance from the lifts.
I tried to call reception for some service however there was no body that answered the calls. I tried 2 or 3 times with the same outcome. Even the next day when calling reception that was no one that attended to the calls. Eventually upon check out someone answered the phone.
There were no waiters in sight around the pool area if one want to order snacks and drinks. I had to call the hotel to tell them to send someone over.
There was no transport was made available when going from the hotel to the casino and back.
Breakfast - no waiters comes to your table to check if everything is ok and check if the sugar bowl is stacked or ask if one would like to order anything from the kitchen.
Ordered a Cappuccino and it was luke warm.
Overall experienced at the Palazzo was really poor service from a hotel claiming to be 5 stars...This hotel is more like a standard 2 stars rating and even at 2 star places the service is better. :( Will not stay at the Palazzo again. I am totally put off..

Room tip: Stay elsewhere...
Date of stay: February 2021
    • Location
    • Sleep Quality
    • Service
1  Thank Hiteshmi
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Julian Joubert, General Manager at The Palazzo Montecasino, responded to this reviewResponded 16 February 2021

Dear Hiteshmi,

Thank you for taking the time to complete a review on the Palazzo Hotel.

Please accept my sincere apology for your concerns raised in this review, this is certainly not the level of service you have would have come to expect from the Palazzo hotel and I assure you this feedback will be used constructively during these difficult times to improve on our services to all out guests.

I hope you give us the opportunity for us to restore your faith in us and that your next stay planned for the near future as we look forward to welcoming you back.

Kind Regards
Julian Joubert
Rooms Division Manager
The Palazzo

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 February 2021 via mobile

Beautiful setting with very helpful staff from the security gate , booking in , cleaning staff. Very neat and the most beautiful gardens which are well maintained. Thanks to Nikhil for making my stay memorable after my op.

Date of stay: February 2021
Trip type: Travelled solo
1  Thank Smitthers
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Julian Joubert, General Manager at The Palazzo Montecasino, responded to this reviewResponded 16 February 2021

Dear Smitthers

Thank you for taking the time to complete a such a great review on the Palazzo Hotel.

We are delighted that the team were able to meet your all requirements and that your stay was a memorable one. We will most certainly pass these kind words on to our colleagues with a special note to Nikiel as it proves to be highly motivational.

We hope that your next stay is planned for the near future as we look forward to welcoming you back.

Kind Regards
Julian Joubert
Rooms Division Manager
The Palazzo

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 January 2021 via mobile

We stayed at the Palazzo for a few days and really enjoyed the luxury and opulence of everything. The breakfasts on the terrace are amazing and they can prepare anything your heart desires. The pool is great and really great to enjoy in the sun. We had a little service issue at the start but the staff really went out of their way the next day to ensure the service was perfect and it really was. Huge thanks to Raymond for always going out of his way for us.

The hotel was very good with their Covid protocols and made sure that things were safe at breakfast and at the pool.

Date of stay: December 2020
Trip type: Travelled with family
Thank DavidandBel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Julian Joubert, General Manager at The Palazzo Montecasino, responded to this reviewResponded 16 February 2021

Dear Davidandbel,

Thank you for taking the time to complete a such a great review on the Palazzo Hotel.

We are delighted that the team were able to meet your all requirements and that your stay was a memorable one. We will most certainly pass these kind words on to our colleagues as it proves to be highly motivational.

We hope that your next stay is planned for the near future as we look forward to welcoming you back.

Kind Regards
Julian Joubert
Rooms Division Manager
The Palazzo

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 23 March 2020

During this most difficult time of Covid-19, a one night stay at the Palazzo was the best medicine and was badly needed. On arrival we were upgraded to a junior suite which was a wonderful surprise. The staff were very attentive. The room itself was spectacular and there was nothing missing from the room that could make it even better. Beautifully designed with amazing decor, every little detail planned beautifully. The hotel is not far from home but we felt like we were miles and miles away from the craziness of the outside World. The dinner was magnificent and stunningly presented. Of course, all precautions were taken before the meal, it was served with no table cloths and the table was disinfected beforehand. Hand sanitizer was provided at the door. There were hardly any people in the restaurant so no issue with social distancing, whatsoever. The breakfast was served efficiently and was delicious. Since it was after 10 am, champagne was served with breakfast, adding that special touch. All in all, the Palazzo at Montecasino was a wonderful safe haven from everything going on outside in the World and while being responsible, we were allowed to still support the local tourism industry.

Date of stay: March 2020
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Tsogo Sun Hotels
1  Thank Paula L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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